Customer Resilience Manager - Customer Success
New
R
RubrikCloud data management
US RemoteFull-TimeManager
Salary$164,600 — $246,800 USD; the role is eligible for bonus potential, equity and benefits.
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Job Details
- Experience
- 8+ years of experience in a customer success and/or technical account management role in a technology-based company.
- Required Skills
- Customer SuccessCross-functional collaboration
Requirements
- Have 8+ years of experience in customer success and/or technical account management at a technology-based company.
- A bachelor's degree in a computer-related discipline is preferred.
- Have proven experience with escalation management and proactive account management at the global enterprise level.
- Be able to confidently present to and communicate with executive audiences, including customer executives and senior management.
- Tailor messaging and tone for stakeholders ranging from technical teams to C-level executives.
- Demonstrate strong customer orientation and proactive account management.
- Be able to coordinate resources and lead cross-functional initiatives.
- Build working relationships at all levels of management and partner with teams and customers outside your direct influence.
- Be willing to travel occasionally to other locations and customer sites.
- Be willing to work outside standard business hours when situations dictate.
Responsibilities
- Own the customer lifecycle, including onboarding, ongoing experience, product adoption, growth, and renewal.
- Develop success plans with customers and drive progress toward their goals and objectives.
- Monitor customer environments, track product activation and usage, and proactively address adoption gaps and potential issues.
- Drive renewals of purchased products and services, engaging early to prevent churn.
- Manage account and case escalations, set expectations, and coordinate cross-functional teams to achieve customer goals.
- Engage Support, Escalation, Engineering, Sales, Marketing, Product Management, and IT teams as needed to improve customer satisfaction.
- Provide customers with insight, performance benchmarking, recommendations, and timely updates.
- Coordinate and deliver root cause analysis documents for customer issues.
- Monitor top issues and trends and take proactive action to limit customer exposure.
- Develop proof-of-concept awareness with Sales Engineers and Account Directors, and generate weekly reports for customer and support teams.
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